Telecommunications Architect

Great HealthWorks, Inc.•Fort Lauderdale, FL

9d•Onsite

About The Position

The Telecommunications Architect designs, engineers and supports Great HealthWorks' voice and contact center technology end to end. The role carries two equally weighted areas of ownership: the Company's self-hosted open-source voice platform built on Kazoo, FreeSWITCH and Kamailio across a Linux server estate; and the NICE InContact (CXone) cloud contact center, including script design and tier-3 support. A third core responsibility bridges the two: managing and maintaining the API integrations that connect the voice platform, the contact center, the Omilia speech IVR and the in-house GHW-Pay SMS application into a single customer experience. This is an architect-level position as much as an engineering one. Given the age of the current voice platform, the incumbent is expected to assess it, define a modern target state, and lead its redesign or rebuild. The Architect sets technical standards across the communications estate and provides technical direction to the telecom administrator and the contact center managed services partner, without direct reports. Clear, current technical documentation is a required deliverable of the role, not an afterthought.

Requirements

Bachelor’s Degree in an IT related program, or equivalent professional experience
8 + years of professional, related experience
Demonstrable hands-on experience in both areas of this role: open-source VoIP platform engineering on Linux, and cloud contact center administration and scripting
Demonstrated experience designing, rebuilding or migrating a production voice platform, not solely administering one
Previous experience supporting call center environments required
Previous experience managing or supporting REST API integrations between communications platforms required
Experience setting technical standards and providing technical direction to internal administrators and managed service partners
Experience with formal change management
Working knowledge of Kazoo (2600Hz), FreeSWITCH and Kamailio
Ability to architect and document a target-state voice platform, including migration, cutover and rollback planning
Linux administration at the application layer across RHEL-family and Debian-family distributions
Knowledge of RabbitMQ, CouchDB/BigCouch and MariaDB in a production voice environment
Ability to read SIP messaging, and working knowledge of SDP, RTP/SRTP, NAT traversal, codecs and T.38 fax
Knowledge of Wireshark or similar products required
Working knowledge of NICE InContact (CXone), including Studio script development, routing, skill and queue design
Knowledge of speech or conversational IVR platforms and their integration with a cloud contact center (Omilia or equivalent)
Ability to build contact center reporting and interpret operational and service level metrics
Working knowledge of REST APIs, JSON, and authentication methods including OAuth 2.0, tokens and API keys
Scripting and automation ability in Python and Bash, with version control in Git
Knowledge of voice networking fundamentals including QoS, VLANs, multicast, DNS and SRV records, and NTP
Strong technical documentation discipline. The ability to produce and maintain architecture diagrams, call flow documentation, configuration standards and operational runbooks is a core requirement of this role

Nice To Haves

Previous experience inspecting network traffic from a voice perspective a plus
Relevant certification is a plus (NICE CXone, SIP School SSCA, RHCSA or Linux Foundation LFCS, 2600Hz Kazoo)

Responsibilities

Own the architecture of the Company's voice platform. Assess the current Kazoo (2600Hz), FreeSWITCH, Kamailio, RabbitMQ, BigCouch/CouchDB and HAProxy environment, define a modern target state, and design the rebuild where platform age, supportability or business need requires it
Lead the technical design, build, migration and cutover of voice platform modernization projects, including proof of concept, capacity and resiliency planning, testing strategy and rollback planning
Administer, patch and upgrade the voice platform and its supporting application components, partnering with the Network Operations team, who own server operating system lifecycle, patching and hardening
Author, test and troubleshoot FreeSWITCH XML dialplans, Sofia SIP profiles and gateways, and Kamailio routing configuration
Operate the Erlang/OTP services underpinning the platform (Kazoo, RabbitMQ, BigCouch), including node and cluster health, distribution and service recovery
Maintain IP phone provisioning infrastructure, device configuration templates and firmware distribution
Create IVR and auto-attendant call routes and perform IVR development on the open-source voice platform
Design, configure and implement contact center solutions and scripts in NICE InContact (CXone) Studio, including routing logic, queues, skills, prompts, data dips, agent states and disposition handling
Build and maintain callback, overflow, after-hours and holiday routing, points of contact, and business hours profiles
Provide tier-3 support, root-cause analysis and resolution for contact center issues escalated by the telecom administrator or managed services partner
Build and maintain contact center reporting, historical data extracts and dashboards for business stakeholders
Manage contact center release, feature and configuration changes, including regression testing prior to production release
Support the Omilia speech IVR (sIVR) fronting NICE InContact, including call and data hand-off and fault isolation across the Omilia-to-NICE boundary
Manage and maintain the REST API integrations between the contact center, the voice platform, the Omilia speech IVR and the in-house GHW-Pay SMS application
Maintain automation and integration scripts in Python and Bash, version controlled in Git with GitLab CI pipelines
Manage and support authentication, webhooks, callbacks, retry logic and error handling across integrated platforms
Partner with the AppDev team on interface contracts, change coordination and defect triage for the internally built GHW-Pay application
Trace a customer interaction end to end across the speech IVR, contact center routing, agent desktop, call detail records and SMS confirmation, and identify and resolve the point of failure
Produce and maintain current architecture documentation, call flow and network diagrams, configuration standards and operational runbooks for every supported platform; documentation is a required deliverable of each change and project
Maintain and update voice portals for carriers including call routes for DIDs and 8XX, number porting and SIP trunk turn-up
Configure alerts and monitoring for telephony systems, applications and services, and monitor QoS, jitter, packet loss, dropped calls, service levels and availability to deliver approved service levels to the business
Operate call detail recording and reporting across the voice and contact center platforms
Perform load, failover and pre-change validation testing using SIPp and equivalent tooling
Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the communications infrastructure
Participate in an on-call rotation supporting a 24x7 production voice and contact center environment
Serve as the final internal escalation point for complex voice and contact center issues that cannot be resolved by the telecom administrator or the managed services partner
Monitor the telecom service ticket queue in InvGate for escalated service requests
Set technical and configuration standards for the communications estate, provide technical direction to the telecom administrator and the contact center managed services partner, and review their work for quality and adherence to those standards
Serve as liaison to vendors and carriers on all aspects of the business communication systems
Work with business users to develop and implement acceptance test plans to ensure that solutions meet customer requirements and expectations
Other related duties as assigned by management